Automotive

Dana Ford Lincoln

Staten Island, NY

Staten Island Ford Lincoln boosted service volume, drove more appointments through text, and reduced BDC workload using Kenect’s AI-powered communication tools.

Solutions:

Service AI

Who is Dana Ford Lincoln?Challenge Solutions Results

Who is Dana Ford Lincoln?

Staten Island Ford Lincoln is a high-volume dual-brand dealership servicing both Ford and Lincoln customers. The service department handles approximately 1,000–1,500 repair orders per month, supported by 40+technicians and nearly 20 service bays. The dealership operates a busy service department along side a small but efficient BDC team of 3–4 team members, making efficiency and customer communication critical to maintaining volume and growth.

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It’s nearly impossible for our BDC to take calls, schedule customers, and do outreach… Kenect takes that weight off.

Jessica Barbaria

Mobile Service & BDC Operations

Challenge

With a high-volume operation and a small BDC team, the dealership was stretched thin trying to manage both inbound demand and proactive outreach. While the team had strong processes for handling calls and scheduling, there simply weren’t enough hours in the day to consistently follow up with customers, promote services, or drive additional traffic into the shop.

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Limited bandwidth made it difficult to balance inbound calls with outbound outreach
Manual processes like cold calling were time-consuming and inefficient
Missed opportunities to re-engage customers for declined services, recalls, and maintenance

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Ultimately, the team needed a way to scale communication and bring more customers into the service lane—without adding staff.

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Solution

Kenect provided a way to modernize communication, automate routine interactions, and extend the reach of the service team without increasing workload. With AI handling the front line and automated text campaigns enabling scalable outreach, the dealership could finally operate more proactively instead of reactively.

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AI assistant “Sophie” answers calls first and schedules routine service appointments
Text messaging campaigns drive significantly higher engagement than phone calls
Automated outreach helps identify and prioritize high-intent customers
Real-time feedback via text surveys allows the team to resolve issues faster and improve customer satisfaction

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The result is a more efficient system where the team can focus on high-value interactions while Kenect handles the rest.

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What kind of results have you seen since implementing Kenect Service AI?

We went from about 40–50 appointments a day to 70–80… and it’s been consistent.

Kenect Service AI helps handle all incoming calls while expanding outreach through text, ensuring faster responses and a more convenient customer experience

Grew from 40–50 to 70–80 appointments per day, adding 20–30 additional appointments daily and sustaining higher volume consistently

Generated $109,002 in service revenue over the last 90 days, driven by higher appointment volume and consistent outreach

A lean BDC team of 3–4 employees can now support significantly more volume while focusing on high-value, in-the-moment customer needs

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Dana Ford Lincoln

Table Of Contents

Who is Dana Ford Lincoln?

Challenge

Solution

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